A Design for Life
Designing kettles is hard enough, but it's much harder to design services than kettles.
The kettle has one end-user, the service could have any number. But a user isn't just a user, a user is a person with a variety of changing needs, desires, values and circumstances.
For users to be effectively involved in the design of their services, we have to engage fully with this complexity and fight the urge to generalise for the sake of simplicity.
Our discussion delved into this minefield, interrogating the skills, the leadership, the state of mind and the resources needed to turn users into effective designers.
The report will be published here in the next couple of weeks.